Major retailers to discuss UKs customer service offer
Major retailers to discuss UK’s customer service offer
Skillsmart Retail launches its new customer service research and WorldHost training programme
On Tuesday 18th October at Centre Point in London, some of retail’s major players will come together to discuss what outstanding customer service means in today’s multi-channel environment.
This year’s Skillsmart Retail Employer Conference, titled Delivering Excellence in Customer Service, will highlight how businesses can benefit from an integrated customer service strategy. The discussion will be reinforced by the launch of a new piece of research, which gives a definitive model for excellence, based on detailed case studies taken from on and offline retailers.
This brand new, practical model is supported by the national launch of WorldHost, the only internationally proven, individually assessed, customer service training programme specifically tailored for the UK retail sector. WorldHost retail customer service training is delivered through the National Skills Academy for Retail and gives retailers at all levels the skills to offer consistently outstanding customer service.
At the conference a high profile and varied line up of speakers from the retail industry will outline how their businesses deliver excellent service to build customer loyalty and sales, keeping them one step ahead of the competition.
Nick Robertson, Chief Executive of ASOS, will headline the conference and talk about how customer service is at the cornerstone of his rapidly expanding business, both in the UK and internationally and the challenge of meeting the expectations of today’s demanding online customers, where speed is of the essence and customers can be less forgiving than when in-store.
Offering a view from the high street is Terry Maywood, Group Operations Director of Ryman, who will discuss delivering great service to the public and to business.
Myf Ryan, General Manager Marketing for Westfield UK, will talk about the preparations for the new Westfield shopping centre in Stratford, London, where they are using WorldHost to train all their concierge staff.
Completing the comprehensive line-up is Jayne Bransby from the independent shoe shop, Elegant Steps in the Wirral. Via the shop and highly successful website, Elegant Steps has become the UK's leading supplier of wedding shoes, an achievement largely explained by its reputation for service, which has been enhanced by being WorldHost trained. She will discuss how independent retailers can find their unique customer appeal in their personal service.
Over 100 retailers have already confirmed their attendance at the conference, including Argos, Debenhams, Harrods, House of Fraser, Ikea, John Lewis Partnership, Marks & Spencer, Matalan, Morrisons, O2, Shop Direct Group, Superdrug Stores, TK Maxx and Waitrose among others.
Anne Seaman, Chief Executive of Skillsmart Retail, said: “Retail is more than just bricks and mortar it is now a multi-channel business. Customers expect fantastic service whether they waiting at the checkout or shopping from their sofa. Retailers can no longer view customer service as an optional extra. It is the differentiating factor for a successful business and growing numbers of retailers are looking for excellence in customer service.
“This practical guide focuses on how and, more importantly, why retailers must spend time and resources, even in this tough trading climate, to achieve a level of service which will positively affect their bottom line. This is key at a time when everyone is thinking just that little bit harder about where to spend their money.”
Delivering excellence in retail customer service, Skillsmart Retail’s latest piece of research, investigates how different retailers develop and deliver the skills and knowledge to enable their businesses to offer great customer service, and provides a workable model that retailers of all sizes can use.
Anne Seaman continues: “Our research offers, for the first time, a complete picture of professional customer service in retail, using case studies from UK retailers who are leading the way in service delivery. It provides workable models for retailers of all sizes and gives them the tools to gain the edge over their competitors and grow their businesses.”